Tactile-Proprioceptive Robotic Grasping

Robotic grasping has been studied increasingly for a few decades. While progress has been made in this field, robotic hands are still nowhere near the capability of human hands. However, in the past few years, the increase in computational power and the availability of commercial tactile sensors have made it easier to develop techniques that exploit the feedback from the hand itself, the sense of touch. The focus of this thesis lies in the use of this sense. The work described in this thesis focuses on robotic grasping from two different viewpoints: robotic systems and data-driven grasping. The robotic systems viewpoint describes a complete architecture for the act of grasping and, to a lesser extent, more general manipulation. Two central claims that the architecture was designed for are hardware independence and the use of sensors during grasping. These properties enables the use of multiple different robotic platforms within the architecture. Secondly, new data-driven methods are proposed that can be incorporated into the grasping process. The first of these methods is a novel way of learning grasp stability from the tactile and haptic feedback of the hand instead of analytically solving the stability from a set of known contacts between the hand and the object. By learning from the data directly, there is no need to know the properties of the hand, such as kinematics, enabling the method to be utilized with complex hands. The second novel method, probabilistic grasping, combines the fields of tactile exploration and grasp planning. By employing well-known statistical methods and pre-existing knowledge of an object, object properties, such as pose, can be inferred with related uncertainty. This uncertainty is utilized by a grasp planning process which plans for stable grasps under the inferred uncertainty.

Intra-organizational knowledge transfer in a Finnish multinational company

The ability of a multinational company to effectively transfer knowledge from one unit to another can create a great source of competitive advantage and is crucial for long-term success. However, in their attempts to disseminate existent knowledge across national boundaries, organizations encounter several obstacles. Especially challenging is the transfer of tacit knowledge, the most valuable kind, as it is embedded in the minds and the behavior of people. The purpose of this study is to identify the main factors and challenges to be considered in intra-organizational knowledge transfer and consequently develop a framework that could be utilized to improve the process. The research is of qualitative nature and it adopts an exploratory approach. The study was further conducted as an intensive single-case study through studying a Finnish multinational company, and the researcher adopted a role as a participant observant in the research setting. Other data collection methods include semi-structured interviews and an online survey. The research findings show that knowledge transfer is currently challenging within the international sales organization of the case company. The majority of knowledge is currently concentrated in the company headquarters, and it is not always systematically distributed to the regional offices abroad. The main factor affecting knowledge transfer seems to be the organizational culture, which does not support or encourage knowledge sharing. The company is struggling in having a common place for information and employees that lack proper social networks have difficulties accessing relevant knowledge. Some recommended improvement suggestions include the institutionalization of knowledge transfer by turning it into an articulated organizational goal, and the implementation of a reward system that includes soft factors, such as teamwork and knowledge sharing behavior. Furthermore, the organizational culture should be more open and supportive in order to reinforce trust. Individuals in regional offices should be given better support by offering them dedicated mentors and increasing the amount of expatriation. Finally, knowledge should actively be codified and stored in commonly shared platforms where it is easily accessible by all employees.

I volontari italiani nelle Waffen-SS. Il pensiero politico, la formazione culturale e le motivazioni al volontariato. Una storia orale

My doctoral dissertation examines the experiences of the Italian volunteers in the Waffen-SS troops using in-depth interviews with former volunteers as the main primary source. This phenomenon, even if significant in size (depending on the source, some 15 000-20 000 Italian men volunteered in the Waffen-SS), has been hitherto largely unknown to historical research. The available literature on the Italian volunteers, mainly written by military history enthusiast journalists and methodologically weak, concentrates mainly on the combat operations and military organization, and offers a rather stereotypical profile of the volunteers. My dissertation does not aim to reconstruct the military history of the different divisions of the Waffen-SS in which Italian volunteers operated but instead to examine the subjective, private and intimate experience of the volunteers in order to understand the motivations, attitudes, beliefs and cultural and family background, as well as their political ideas. The main objective of my doctoral dissertation is to discover the ideological precepts of the volunteers’ political credo. As the last phase of fascism and its ideology, often defined as the “Germanisation” or “Nazification” of fascism, is still the object of wide academic debate, a better understanding of the volunteers’ ideology also contributes to deepening overall knowledge of the nature of this last phase. The theoretical frame of my dissertation lies in oral history, in particular in the postmodernist approach to oral history, through which I reconstruct the volunteers’ ideology. In-depth interviews with former volunteers are the main primary source, but multiple data collection methods have been adopted. Phone interviews and correspondence with the volunteers have also been considered as primary sources. In addition to interviews and correspondence, family archives consisting of diaries, correspondence with the volunteers’ relatives and photographic material have also been collected and examined. An ethnographic observation of the volunteers’ domestic spaces has been conducted during the in-depth interviews, and photo self-elicitation techniques have been used in cases where the volunteers were willing to share their photographs. An exhaustive portrait of the ideological structure of the volunteers has been obtained, as well as of the cultural and social origins of the values that contributed to the rise and adoption of this ideology. Further, the volunteers’ motivations to enlist have been clearly reconstructed, together with their cultural, political, social and military backgrounds. The results of the research are particularly relevant both for comprehension of the Italian phenomenon of volunteering in the Waffen-SS and for the reconstruction of the ideological dynamics of the last phase of fascism. The volunteers’ political and ideological system, which can be defined as the Italian SS-fascist ideology, disagrees strongly with the vaguely described ideological profile offered by previous studies that describe volunteers as generically “super-fascist”. The research also offers the opportunity for a deeper understanding of the final fascist ideological trajectory, currently defined, not without a certain level of approximation, as the “Germanisation” or “Nazification” of fascist ideology.

Effect of emotions on consumer decision-making in a high involvement product adoption context

This thesis was written in order participate in the emergent discussion on the role of emotions in consumer decision-making. The goal of the thesis was to find out which emotions affect consumer decision-making, how these emotions relate to traditional process models of consumer decision-making, and how emotions and other factors affect consumer decision-making. The thesis is placed into a context of high involvement product adoption. The empirical research was conducted according to a qualitative methodology, which combined video diaries and face-to-face or Skype interviews as data collection methods. The case product category was dancing poles, and four women participated in the study. The central results indicate that emotion and cognition walk hand in hand in consumer decision-making, that consumers experience a variety of emotions during a decision-making process, and that emotions have an important effect on consumer decision-making and consumer behavior.

IgA production, coliforms analysis and intestinal mucosa morphology of piglets that received probiotics with viable or inactivated cells

Two types of probiotics were used in piglets. One product is a mixed culture of viable Lactobacillus acidophilus, Enterococcus faecium e Bifidobacterium bifidum. The second product is composed of inactivated Lactobacillus acidophilus cells. The piglets received two weekly oral doses for 30 days while a control group did not receive probiotics. All piglets were euthanized at the 30th day of life and the mesenteric lymph nodes, the small intestine, and blood samples were collected. The tissue samples were studied by light microscopy and the blood serum was analyzed by ELISA method. The treatment with the probiotic with viable cells produced higher serum levels of IgA (P<0.05) and more IgA expressing cells were found in the mesenteric lymph nodes than observed in the inactivated cells treatment or control groups (P<0.05). Also, intestinal villi were longer, crypts were deeper (P<0.05) and fecal coliform count was lower than found in the inactivated product (P<0.05). These results suggest that viable probiotics are more efficient than inactivated probiotics to induce immunostimulation and intestinal modifications in piglets, thus improving their health and development.

Ophthalmic alterations in horses with leptospirosis by serovar Icterohaemorrhagiae in Rio de Janeiro, Brazil

The objective of the study was to determine the association between clinical ophthalmic alterations and seroreactivity to leptospirosis by serovar Icterohaemorrhagiae in horses in Rio de Janeiro, Brazil. A total of 199 horses were studied. A microscopic agglutination test (MAT) was used to detect specific anti-Leptospira antibodies in blood serum. A total of 107 (53.8%) horses were seroreactive (titres > 200); 54 had high (> 800) titres, of which 44 were against serovar Icterohaemorrhagiae. Forty-two out of these 44, plus 40 seronegative horses (titers < 100) were given detailed ophthalmic examinations. Epiphora, ocular congestion, blepharospasm, photophobia, and peripapillary focal depigmentation were the most frequent alterations in seroreactive horses. Most ocular alterations were significantly more frequent in seroreactive horses. Horses seroreactive for leptospirosis (serovar Icterohaemorrhagiae) had a significantly higher prevalence of ophthalmic alterations than seronegative horses, providing additional evidence for an association between leptospirosis and equine uveitis.

Foot Health In Older People - Development of a preventive, evaluative instrument for nurses

Foot health is a part of overall health in every age group and its importance increases during ageing. Health care professionals are in a vital position for preventing foot health problems, and identifying and caring them in older people. Despite the rather high number of studies conducted in the field of foot health in older people, reliable and valid nurse-administered foot health assessment instruments seem to be lacking. By identifying foot health in older people, it is possible to develop nursing interventions to enhance safe, independent living at home. The purpose of this three-phase study was to develop an instrument to assess the level of foot health in older people and evaluate foot care practices from the perspective of older people themselves and nurses in home care. The ultimate goal is to prevent foot health problems by increasing the attention paid to older people’s feet and recognizing those foot health problems which need further care; thus not focus on different foot health problems. The study was conducted in different phases and contexts. In phase 1, a descriptive design with a literature review from the Medline (R) and CINAHL databases to explore foot health in older people and nurses’ role in foot health care and pre-post design intervention study in nursing home with nursing staff (n=16) and older residents (n=43) were conducted. In phase 2, a descriptive and explorative study design was employed to develop an instrument for assessing foot health in older people (N=651, n=309, response rate 47%) and explore the psychometrics of the instrument. The data were collected from sheltered housing and home care settings. Finally, in phase 3, descriptive and explorative as well as cross-sectional correlational survey designs were used to assess foot health and evaluate the foot self-care activities of older people (N=651, n=309, response rate 47%) and to describe foot care knowledge and caring activities of nurses (N=651, n=322, response rate 50%) in home care in Finland. To achieve this, the Foot Health Assessment Instrument (FHAI) developed in phase 2 was used; at the same time, this large sample also was used for the psychometric evaluation of the FHAI. The data analysis methods used in this study were content analysis, descriptive and inferential statistics including factor and multivariate analysis. Many long-term diseases can manifest in feet. Therefore, the FHAI, developed in this study consisted of items relating to skin and nail health, foot structure and foot pain. The FHAI demonstrated acceptable preliminary psychometric properties. A great deal of different foot health problems in older people were found of which edema, dry skin, thickened and discoloured toenails and hallux valgus were the most prevalent foot health problems. Moreover, many older people had difficulties in performing foot self-care. Nurses’ knowledge of foot care was insufficient and revealed a need for more information and continuing education in matters relating to foot care in older people. Instead, nurses’ foot care activities were mainly adequate, though the findings indicate the need for updating foot care activities to correspond with the evidence found in the field of foot care. Practical implications are presented for nursing practice, education and administration. In future, research should focus on developing interventions for older people and nurses to promote foot health in older people and to prevent foot health problems, as well as for further development of the FHAI.

Asiantuntijan suorituskykyyn vaikuttavien tekijöiden mittaaminen

Tutkimuksen tavoitteena oli tutkia asiantuntijaorganisaation henkilöstön työmotivaatioon vaikuttavia tekijöitä. Konkreettisena tavoitteena oli kehittää asiantuntijaorganisaation olemassa olevaan suorituskykymittaristoon uusia mittareita, joiden avulla yrityksessä pyritään luomaan asiantuntijoille mahdollisimman motivoiva työskentelyilmapiiri. Tutkimus toteutettiin kvalitatiivisena tapaustutkimuksena. Tutkimuksen teoreettisessa osuudessa tutkittiin asiantuntijan työmotivaatioon vaikuttavia tekijöitä sekä aineettoman pääoman mittaamista. Empiirisessä osuudessa tutkittiin pienen asiantuntijaorganisaation työskentelyolosuhteita. Aineistonkeruumenetelmänä toimi vanha tutkimustieto, puolistrukturoidun haastattelun piirteitä omaavat teemahaastattelut sekä tutkijan oma havainnointi. Asiantuntijan motivaatioon vaikuttaa erityisen paljon henkilökohtainen kasvu, autonomisuus, merkityksellinen työ, haasteelliset ja vaihtelevat työtehtävät sekä työstä saatu palaute. Vähemmän merkittäviä motivaattoreita ovat raha, työsuhteen jatkuvuus, ystävälliset työtoverit, kunnioitus ja oikeudenmukainen kohtelu. Urakehitystä asiantuntija ei koe erityisen motivoivana asiana. Tutkimuksen kohdeyrityksen haasteiksi ilmeni erityisesti palautteen antaminen, osaamisen ja koulutuksen johtaminen, autonomian vähyys projektin käyttöönotto vaiheessa sekä työn kuormittavuuden jakautuminen. Uudet mittarisuoritukset kohdeyrityksessä ovat: projektipalautteen antaminen, positiivisen palautteen määrä, projektien edistymispalaverit, projektikatselmukset, suunnittelun tuntiarviot, sisäisten kehitysideoiden toteutuminen, työntekijöiden kuormituksen jakautuminen sekä koulutuksen ja osaamisen jakautuminen.

Asiakkaan osallistuminen palvelunkehitysprossiin

Suomessa on uudistuneen jätelain tavoitteena jätteiden lajittelun tehostaminen ja jätemäärien pienentäminen. Tutkimuksen tavoitteena oli selvittää miten asiakas voi osallistua uuden palvelun kehittämisprosessiin. Empirian kautta vastattiin kysymyksiin millainen on asiakkaan halukkuus ja valmius osallistua palvelunkehittämiseen ja mikä on asiakkaiden palaute palvelun ominaisuuksista. Tutkimus toteutettiin tapaustutkimuksena, jossa tutkittavana oli Aalto-yliopiston jätteiden raportointi- ja suunnittelupalvelun (Kierrätyspalvelin) palvelunkehitysprosessi. Tiedonkeruumenetelmänä oli yksilö- ja ryhmäteemahaastattelut. Tutkimustuloksena esitettiin Kierrätyspalvelimen palvelunkehitysprosessin malli. Tärkeimpänä tutkimuksellisena havaintona oli, että haastateltavat toimivat lähinnä tiedonlähteinä tarpeistaan. He osallistuivat palvelun ominaisuuksien testaukseen ja määrittelyyn.

Päivystyshoitotyön osaaminen valmistuvien sairaanhoitajaopiskelijoiden arvioimana

Potilaan hoitamisessa korostuvat mm. triagen tekeminen, potilaan voinnin seuranta ja hoitoa koskevien päätösten tekeminen nopeasti potilaan voinnin mukaan sekä potilaan jatkohoidon turvaaminen. Tämä kaksivaiheinen koulutustutkimus kohdistui päivystyshoitotyön osaamiseen. Tutkimuksen ensimmäisessä vaiheessa määriteltiin päivystyshoitotyön osaaminen ja toisessa vaiheessa arvioitiin valmistuvien sairaanhoitajaopiskelijoiden päivystyshoitotyön osaamista ja osaamiseen yhteydessä olevia tekijöitä. Osaamisen arvioinnin suorittivat opiskelijat itse ja vertailuperustana opiskelijoiden päivystyshoitotyön osaamiselle käytettiin ammatissa toimivien sairaanhoitajien päivystyshoitotyön osaamista. Tutkimuksen tavoitteena oli arvioinnin perusteella määrittää päivystyshoitotyön osaamisen nykytaso ja tehdä tarvittavat ehdotukset päivystyshoitotyön osaamisen kehittämiseen. Tutkimuksen ensimmäisessä vaiheessa (2006–2012) tiedonkeruumenetelminä oli kirjallisuuskatsaus ja asiantuntija-arviointi hyödyntäen delphi-menetelmää. Kirjallisuuskatsauksen perusteella muodostettiin päivystyshoitotyön osaamista kuvaavat pääkategoriat, yläkategoriat ja alakategoriat.Alakategoriat (n=61) annettiin asiantuntijoille (sairaanhoitajat, opettajat, ylihoitajat) arvioitavaksi.Kaksivaiheisen asiantuntija-arvioinnin perusteella muodostui 92 päivystyshoitotyön osaamista kuvaavaa alakategoriaa. Tutkimuksen toisessa vaiheessa (2007–2012) valmistuvien suomalaisten sairaanhoitaja-opiskelijoiden (N=382, n=208, vastausprosentti 55 %) päivystyshoitotyön osaamista arvioitiin tätä tutkimusta varten kehitetyllä mittarilla (Päivystyshoitotyön osaaminen -mittari). Mittari perustui tutkimuksen ensimmäisessä vaiheessa muodostettuun määrittelyyn päivystyshoitotyön osaamisesta. Osaamista mitattiin VAS-janalla (asteikko 0–100) arvon 100 ollessa optimaalinen taso, johon pyrittiin. Sairaanhoitajaopiskelijoiden tavoiteltavaksi osaamisen tasoksi asetettiin 80 olettaen opiskelijoiden osaamisen vielä kehittyvän työkokemuksen myötä. Ammatissa toimivien sairaanhoitajien (N=586, n=280, vastausprosentti 48 %) itsearvioitua osaamista käytettiin vertailuperustana opiskelijoiden osaamiselle. Aineisto analysoitiin tilastollisin menetelmin. Valmistuvien sairaanhoitajaopiskelijoiden itsearvioitu päivystyshoitotyön osaaminen oli alle tavoiteltavan osaamisen tason. Opiskelijoilla oli mielestään eniten eettistä osaamista sekä vuorovaikutus- ja yhteistyöosaamista ja vähiten päätöksenteko-osaamista ja kliinistä osaamista. Myös ammatissa toimivilla sairaanhoitajilla oli mielestään eniten vuorovaikutus- ja yhteistyöosaamista. Vähiten heillä oli ohjausosaamista ja päätöksenteko-osaamista. Sairaanhoitajilla oli tilastollisesti merkitsevästi enemmän päivystyshoitotyön osaamista kuin opiskelijoilla. Opiskelijoiden päivystyshoitotyön osaamista selitti eniten aikaisempi terveysalan tutkinto. Päivystyshoitotyön osaamisen kehittämisehdotukset kohdistuvat ammatillisen peruskoulutuksen ja täydennyskoulutuksen opetuksen sisältöihin ja määrään, opetus- ja opiskelumenetelmiin, osaamisen arviointiin sekä urasuunnitteluun. Jatkotutkimusehdotukset kohdistuvat päivystyshoitotyön osaamisen määrittelyn ja osaamista arvioivan mittarin edelleen kehittämiseen, erilaisten arviointimenetelmien kehittämiseen sekä osaamiseen yhteydessä olevien tekijöiden edelleen tutkimiseen.

Mapping financial stability

The ongoing global financial crisis has demonstrated the importance of a systemwide, or macroprudential, approach to safeguarding financial stability. An essential part of macroprudential oversight concerns the tasks of early identification and assessment of risks and vulnerabilities that eventually may lead to a systemic financial crisis. Thriving tools are crucial as they allow early policy actions to decrease or prevent further build-up of risks or to otherwise enhance the shock absorption capacity of the financial system. In the literature, three types of systemic risk can be identified: i ) build-up of widespread imbalances, ii ) exogenous aggregate shocks, and iii ) contagion. Accordingly, the systemic risks are matched by three categories of analytical methods for decision support: i ) early-warning, ii ) macro stress-testing, and iii ) contagion models. Stimulated by the prolonged global financial crisis, today's toolbox of analytical methods includes a wide range of innovative solutions to the two tasks of risk identification and risk assessment. Yet, the literature lacks a focus on the task of risk communication. This thesis discusses macroprudential oversight from the viewpoint of all three tasks: Within analytical tools for risk identification and risk assessment, the focus concerns a tight integration of means for risk communication. Data and dimension reduction methods, and their combinations, hold promise for representing multivariate data structures in easily understandable formats. The overall task of this thesis is to represent high-dimensional data concerning financial entities on lowdimensional displays. The low-dimensional representations have two subtasks: i ) to function as a display for individual data concerning entities and their time series, and ii ) to use the display as a basis to which additional information can be linked. The final nuance of the task is, however, set by the needs of the domain, data and methods. The following ve questions comprise subsequent steps addressed in the process of this thesis: 1. What are the needs for macroprudential oversight? 2. What form do macroprudential data take? 3. Which data and dimension reduction methods hold most promise for the task? 4. How should the methods be extended and enhanced for the task? 5. How should the methods and their extensions be applied to the task? Based upon the Self-Organizing Map (SOM), this thesis not only creates the Self-Organizing Financial Stability Map (SOFSM), but also lays out a general framework for mapping the state of financial stability. This thesis also introduces three extensions to the standard SOM for enhancing the visualization and extraction of information: i ) fuzzifications, ii ) transition probabilities, and iii ) network analysis. Thus, the SOFSM functions as a display for risk identification, on top of which risk assessments can be illustrated. In addition, this thesis puts forward the Self-Organizing Time Map (SOTM) to provide means for visual dynamic clustering, which in the context of macroprudential oversight concerns the identification of cross-sectional changes in risks and vulnerabilities over time. Rather than automated analysis, the aim of visual means for identifying and assessing risks is to support disciplined and structured judgmental analysis based upon policymakers' experience and domain intelligence, as well as external risk communication.

Studies of Solar Activity with Emphasis on Quasi-Periodic Oscillations

In this thesis mainly long quasi-periodic solar oscillations in various solar atmospheric structures are discussed, based on data obtained at several wavelengths, focussing, however, mainly on radio frequencies. Sunspot (Articles II and III) and quiet Sun area (QSA) (Article I) oscillations are investigated along with quasi-periodic pulsations (QPP) in a flaring event with wide-range radio spectra (Article IV). Various oscillation periods are detected; 3–15, 35–70 and 90 minutes (QSA), 10-60 and 80-130 minutes (in sunspots at various radio frequencies), 3-5, 10-23, 220-240, 340 and 470 minutes (in sunspots at photosphere) and 8-12 and 15-17 seconds (in a solar flare at radio frequencies). Some of the oscillation periods are detected for the first time, while some of them have been confirmed earlier by other research groups. Solar oscillations can provide more information on the nature of various solar structures. This thesis presents the physical mechanisms of some solar structure oscillations. Two different theoretical approaches are chosen; magnetohydrodynamics (MHD) and the shallow sunspot model. These two theories can explain a wide range of solar oscillations from a few seconds up to some hours. Various wave modes in loop structures cause solar oscillations (<45 minutes) both in sunspots and quiet Sun areas. Periods lasting more than 45 minutes in the sunspots (and a fraction of the shorter periods) are related to sunspot oscillations as a whole. Sometimes similar oscillation periods are detected both in sunspot area variations and respectively in magnetic field strength changes. This result supports a concept that these oscillations are related to sunspot oscillations as a whole. In addition, a theory behind QPPs at radio frequencies in solar flares is presented. The thesis also covers solar instrumentation and data sources. Additionally, the data processing methods are presented. As the majority of the investigations in this thesis focus on radio frequencies, also the most typical radio emission mechanisms are presented. The main structures of the Sun, which are related to solar oscillations, are also presented. Two separate projects are included in this thesis. Solar cyclicity is studied using the extensively large solar radio map archieve from Metsähovi Radio Observatory (MRO) at 37 GHz, between 1978 and 2011 (Article V) covering two full solar cycles. Also, some new solar instrumentation (Article VI) was developed during this thesis.

Maintaining supply performance during an ERP system implementation phase : case Cloetta Suomi Oy

Implementing an enterprise resource planning (ERP) system often means a major change to an organization and involves significant risks. It is typical that many of the ERP system implementations fail resulting in tremendous damage to the business. Moreover, running normal business operations during an ERP system implementation is far more complicated than normally. This thesis focuses on how an organization should manage the ERP system implementation process in order to maintain supply performance during the implementation phase. The theoretical framework in this thesis focuses on ERP system implementations with a critical success factor approach. Critical success factors can be divided into strategic and tactical level success factors. By considering these critical success factors, ERP system implementation project’s timeline and best practices of an ERP implementation, a critical success factor based ERP system implementation management framework is presented. The framework can be used as a theoretical framework when the goal is to avoid ERP system implementation phase issues that are driven by the ERP system implementation project and that may decrease organization’s supply performance. This thesis is a case study that was written on an assignment to a confectionary company Cloetta Suomi Oy. In order to collect data, interviews of the case company personnel were conducted. In addition, several other data collection methods were used throughout the research process. These data collection methods include examination of presentations and archival records as well as direct observations in case company meetings and in various work duties. The results of this thesis indicate that there are several factors that may decrease organization’s supply performance during the ERP system implementation. These issues are categorized under external and internal issues and further into six risk drivers that are suppliers, customers, products, staff, information systems and other projects. After the description and categorization of each issue, the thesis focuses on finding solutions on how to avoid or mitigate the impact of these issues on the organization’s supply performance. This examination leads to several operational activities that are also practical to business practitioners. It is also stated that a successful ERP system implementation that also causes minimal disturbance to organization’s supply performance during the ERP system implementation, is achieved by considering three levels of actions.

Elinkeinoyhtiön asiakaspalveluprosessien kuvaaminen ja kehittäminen

Diplomityön tavoitteena oli selkeyttää ja yhtenäistää case-yrityksen asiakaspalveluprosesseja kuvaamalla ne ja kehittämällä niitä. Case-yhtiönä oli seudullinen elinkeinoyhtiö, joka tarjoaa asiakkailleen tietointensiivisiä asiantuntija- ja neuvontapalveluita. Diplomityön lopputuloksena oli tarkoitus luoda yhtenäiset asiakaspalveluprosessimallit case-yritykselle. Tutkimuksessa vastattiin kirjallisuuskatsauksen avulla kysymyksiin, kuinka asiakaspalveluprosesseja voidaan kehittää ja millä menetelmillä prosesseja voidaan kuvata. Tämän jälkeen tutkittiin, miten case-yritys voi kehittää asiakaspalveluprosessejaan soveltamalla näitä menetelmiä. Selvisi, että palveluprosessin kehittäminen edellyttää käytännössä palvelun tuotteistamista, joka voidaan jakaa kolmeen osa-alueeseen: 1) palvelun määrittäminen ja standardointi, 2) palvelun ja asiantuntijuuden aineellistaminen ja konkretisointi ja 3) prosessien ja metodien systematisointi ja standardisointi. Asiantuntijapalveluja on vaikea tai mahdoton standardoida sellaisenaan, mutta ne voidaan tuotteistaa modulaarisesti. Palveluprosessien systematisoimiseen sopivin työkalu on niiden kuvaaminen service blueprinting -menetelmällä. Tutkimus on laadultaan kvalitatiivinen kuvaileva tapaustutkimus. Tutkimuksen empiirisessä on käytetty aineistonhankintatapoina puolistrukturoitua kyselyä, teemahaastatteluja, osallistuvaa havainnointia ja dokumenttien tutkimista. Näiden aineistojen analysoinnin tuloksena saatiin case-yritykselle kehitettyä yhtenäinen malli yleisestä asiakaspalveluprosessista ja kuvattua keskeisimpien palvelujen asiakaspalveluprosessit service blueprinting -menetelmällä.

Ion mobility spectrometry in liquid analysis

Ion mobility spectrometry (IMS) is a straightforward, low cost method for fast and sensitive determination of organic and inorganic analytes. Originally this portable technique was applied to the determination of gas phase compounds in security and military use. Nowadays, IMS has received increasing attention in environmental and biological analysis, and in food quality determination. This thesis consists of literature review of suitable sample preparation and introduction methods for liquid matrices applicable to IMS from its early development stages to date. Thermal desorption, solid phase microextraction (SPME) and membrane extraction were examined in experimental investigations of hazardous aquatic pollutants and potential pollutants. Also the effect of different natural waters on the extraction efficiency was studied, and the utilised IMS data processing methods are discussed. Parameters such as extraction and desorption temperatures, extraction time, SPME fibre depth, SPME fibre type and salt addition were examined for the studied sample preparation and introduction methods. The observed critical parameters were extracting material and temperature. The extraction methods showed time and cost effectiveness because sampling could be performed in single step procedures and from different natural water matrices within a few minutes. Based on these experimental and theoretical studies, the most suitable method to test in the automated monitoring system is membrane extraction. In future an IMS based early warning system for monitoring water pollutants could ensure the safe supply of drinking water. IMS can also be utilised for monitoring natural waters in cases of environmental leakage or chemical accidents. When combined with sophisticated sample introduction methods, IMS possesses the potential for both on-line and on-site identification of analytes in different water matrices.